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Job DescriptionJob Description

Overview

Operations Program Manager

Job Summary:

We are seeking an experienced and analytically minded Operational Program Manager to lead and execute programs for our Senior Division. These programs support key strategies in the retention and/or enrollment space and include efforts in workflow planning campaign set-up strategic prioritization capacity planning and workforce management. This role requires a strong blend of program leadership project management analytical skills problem solving and critical thinking to align program objectives with the company's overall mission and vision.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities:

Program Management

Manage the operational aspects of key care retention and enrollment programs:

Serve as the operational subject-matter expert ensuring strategic decisions fully account for downstream execution resourcing compliance and customer experience considerations

Plan organize and execute projects from initiation to completion ensuring timely delivery alignment with objectives and measurable results

Develop and maintain detailed work plans for calling-workflow components

Cross-Functional Collaboration

Partner closely with strategic programs owners to translate strategies into clear actionable business and operational requirements

Work with with internal back-end teams including workflow/routing data enablement CRM product owners etc. on operational set-up and translate operational/technical program design back to key stakeholders

Author high-quality detailed tickets that enable cross-functional teams (technology operations compliance training analytics) to execute with minimal ambiguity

Facilitate meetings communicate needs and project standings and summarize deliverables to keep teams updated and aligned throughout the project

Process Improvement

Support continuous improvement by identifying process gaps inefficiencies and risks and recommending data-backed operational enhancements

Develop a familiarization with our current AI-based solutions and seek out additional opportunities for AI integration to strengthen the customer and/or agent experience and create efficiencies in workflows

Anticipate potential obstacles and proactively develop mitigation strategies to keep projects on track and within scope

Review the quality of work completed with the project team on a regular basis to ensure it meets project standards

Data Analysis

Monitor and analyze key operational and performance metrics for programs/initiatives; proactively investigate variances identify root causes and partner with stakeholders on corrective actions

Partner with analytics team to assess project outcomes measure success and provide actionable insights that drive continuous improvement

Qualities & Characteristics:

Maintain a professional relationship and positive attitude with co-workers and all stakeholders

Demonstrate the highest professional ethics and honesty in dealing with people

Strive to learn more and be receptive to different ways of doing things

Display enthusiasm toward the work and the mission of the company

Skills/Abilities:

Analytical mindset with comfort interpreting operational data and performance trends

SQL experience required in order to execute basic queries

Clear confident communicator who can translate complex concepts across technical operational and executive audiences

Ability to challenge assumptions raise risks and hold teams accountable while maintaining strong partnerships

Education and Experience:

Bachelor’s degree in Business Administration Project Management or a related field with at least two years of experience in managing complex projects

Proven experience in managing technical projects from start to finish including full implementation of systems or processes

Proven ability to thrive in a fast-paced high-change environment especially during peak Medicare cycles

Certificates/Licenses/Registration:

N/A

Financial Responsibilities (budget revenue):

This position has no budget responsibility authority and/or level of control.

Physical Requirements:

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values:

Service: We create positive customer experiences.

Entrepreneurship: We create innovate & take risks.

Leadership: We build & invest in high-performing teams.

Empowerment: We embrace a changing environment.

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.

Responsibilities

More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

Qualifications